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Customer Service Advisor - Apprenticeship

Date: 15-Sep-2021

Location: Cardiff, GB, CF3 0LT

Company: dwrcymrucy

Job Requisition Number                              1980                                                                              
Work Type Apprenticeship
Job Function Customer Services
Salary Range £18,278.00
Location Linea



Welsh Water’s customer service advisor apprenticeship programmes are a great way to learn more about frontline customer service responsibilities.  Our objective is to ensure that we deliver the right outcome for the customer, at the right time and in the most effective way possible, with an aim to earn the trust of customers every day.

Who we are


Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.


To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.


We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 


To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.


In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.


What to expect


During your two year apprenticeship, you will attend on-site training delivered by one of our trusted providers covering topics including, processing customers’ information, dealing with customers using specialist software and resolving customer service problems, all whilst under the expert guidance of your buddy.  This will contribute to the completion of a Level 2 and Level 3 Contact Centre Operations qualification.

Working closely with your experienced buddy, we’ll teach you how to:


  • Resolve customer queries first time to prevent repeat contacts
  • Ensure accurate data is captured on every contact
  • Support in the reduction of debt for our customers
  • Adapt to changing priorities within the department, for example, in the event of significant weather incidents.


As well as the on-the-job skills that you will gain while working with passionate and experienced colleagues, you will develop your confidence working in a high volume environment, your depth of understanding of the role and a range of Contact Centre skills.


The time to be part of Welsh Water is now.  Contact Centres are no-longer just offering jobs, they offer careers and development opportunities.  Some of the most senior managers in the Contact Centre at Welsh Water started their careers as customer service advisors!

What do we need?


As well as an individual who really believes in Welsh Water’s mission and values, you will be a person who can communicate effectively and build rapport with our customers, whether that be on the phone or in some cases over web chat.  You will have bags of personality and be able to work with initiative.


In addition to the above:



  • You will need English and Maths GCSE at Grade C or above, or equivalent.
  • You need to be available to start with us November 2021
  • Applying for our apprenticeship programme is like applying for a job so you will have to go through our application process.  You will also have to attend an assessment centre to meet our team.

Good to know


This role is based in St Mellons, Cardiff



As well as a market competitive salary and 25 annual leave (pro rata), we offer a range of employee benefits including:


  • Variable pay schemes
  • Enhanced employer pension contributions
  • Reduction on gym memberships and high street shopping
  • Cycle to work scheme
  • Car-leasing scheme
  • Health CashBack scheme
  • An employee assistance programme for employees and their immediate family


And many, many more.





Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.

Job Segment: Apprentice, Wastewater, Water Treatment, Call Center, Entry Level, Customer Service, Engineering